The highest Net Promoter Scores (NPS) are achieved by the mobile service providers Ben and Simyo, just like in Q3 2011. In the fourth quarter of 2011, Ben remained on top with a NPS of +3, while Simyo held the second position with a NPS of -5 and got closer to Ben. Ben was the only provider to achieve a positive NPS in Q4 2011, which means it had more promoters than detractors. In Q4 2011 the changes in mobile internet tariffs could have been more or less forgotten by consumers since the market average in NPS in the fourth quarter, which also includes the very small MVNOs, was one point higher compared to last quarter (-19 versus -20). Of the bigger providers, KPN and Vodafone increased their NPS significantly and are both above the market average. T-Mobile and Telfort saw their NPS dropping with four and three points, while Hi and Tele2 had slightly better scores than in Q3 2011. Vodafone had the best NPS (-14) of the bigger mobile operators in the Netherlands in Q4 2011.
In this research brief we look at the differences in NPS for mobile operators, by quarter and by month. In addition, we looked at differences in scores based on customer gender, age, education, type of connection (postpaid or prepaid) and type of mobile phone (smartphone or normal phone). Since July 2011 Telecompaper's Consumer Panel has measured the NPS. This is our third research brief on this topic for mobile operators, comparing the results of Q4 2011 with Q3 2011. Sample size is at least n=6000 per quarter.
